Handling Energy Vampires, Ghosters, and Trick-or-Treaters
As Halloween CREEPS closer, let’s get you prepared for some client types that may be trickier than a treat! Beware the spooky customers like the energy vampires, ghosters, and trick-or-treaters. Find more details on how to handle all types of customers in our PostieDex Guide to Customer Types.
Customer Type #1: The Energy Vampire
This type of client LIVES for taking your time and resources. This type of customer thrives from your energy, similar to Colin Robinson from What We Do in the Shadows. “I don’t live to drain. I – I drain to live.”
How to approach:
You can judge how much you have to give this customer. Have a few exit phrases or tasks at the ready if you need to step away, politely. “Pardon me, but I need to go check on [insert task here]. I’ll be back in a moment.”
Tips and solutions:
Stay professional. We never know what this spooky customer is currently going through. They may be needy at the moment, but they may also be a great customer overall.
Customer Type #2: The Ghoster
Like a bad romantic relationship, a client can ghost you in business as well. One day you’re happily working for them and then, Boom! They stop texting, emailing or answering their phone. I know! How could a person do this?!?
How to approach:
Try different methods to communicate with a Ghoster. This spooky customer avoids direct conflict and often don’t want an uncomfortable conversation about a customer service interaction. They may feel more comfortable just ignoring you.
Tips and solutions:
Be kind and try to open the doors of communication. Realize this person may be afraid of conflict and don’t want to deal with you or your business for some reason.
Customer Type #3: Witches and Warlocks
These spooky customers want to cast a spell on you to work their deceptive magic. Maybe they are trying to do unsavory returns or get around other rules.
How to approach:
Use the protective powers of your policies to stay strong. Show them documentation and be direct in telling them they are abusing it. Post, explain and adjust your policies if needed.
Tips and solutions:
A manager or person of authority will need to reiterate the policy. If this behavior continues, the business may need to ask them not to “return,” so to speak. As this may be fraudulent behaviour it is usually in the interest of the business to fire this client. Be sure to DOCUMENT.
Pro Tip:
Include your return policy on receipts and invoices.
Customer Type #4: Trick-or-treaters
These customers want something for free. They always need to take a little more to feel like they got their monies worth. Maybe it’s extra napkins, sugar packets, and a roll of TP from the bathroom they gotta have it.
How to approach:
Approach these spooky customers with caution. Often, they don’t even realize it’s stealing or over abusing a lax policy. Trick-or-Treaters tend to be raised by others and will abuse a free policy like no other. They simply see it as normal behavior.
Tips and solutions:
Simply remind them: “Please take one”. These people simply need a reminder they are stepping over boundaries.
Pro Tip:
Signage can go a long way. “Please take one so there are enough for others.”
